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If a reseller is buying the RMM/NOC bundle, what are the hardware requirements?
Required is a server at the location to be monitored so it can be loaded with the on-site manager.
Designated Onsite manager box requirements
• Windows 2003 server STD Edition with SP2
0-10 Devices
CPU speed (1.0 GHz)
Memory (1 GB)
10-999 Devices
CPU speed (1.8 GHz)
Memory (2 GB)
1000+ Devices
CPU speed (3.0 GHz)
Memory (4 GB)
What are the different services offered as part of Gold, Platinum and Platinum Plus?
Gold:
Monitoring & alerting for servers and network devices
Proactive checks on servers
Preventive Maintenance on desktops
Asset Inventory
AutoTask and Connectwise integration
Seismic Epicenter Portal Access
Platinum: - In addition to everything in Gold:
Troubleshooting and fix on servers
Platinum Plus: - In addition to everything in Gold and Platinum:
Troubleshooting and fix on desktops
What types of devices are supported as part of 24X7 monitoring and alerting?
This will vary by the package purchased, but typical devices monitored include:
Servers
Switches
Routers
Firewalls
Access Points
The Global NOC may try all 3 levels of escalation contacts, and if none of the contacts are
reachable, the NOC may send email to all the escalation contacts. (This varies based on the
associated SLA)
Which remote monitoring and management (RMM) tool is used for services?
Level Platforms Managed Workplace is used to provide services
What SLA’s are in place for the Seismic Global NOC Services offering?
The response time SLA’s for each of the priorities are below
P0 incidents are responded within 15 Minutes.
P1 incidents are responded within Two hours.
P2 incidents are responded within four hours.
P3 incidents are responded within twenty four hours.
Which backup applications does the Ingram Micro Seismic NOC monitor?
Symantec Backup Exec 8.x, 9.x and above
What types of reports are available to the reseller? How are they accessed or delivered?
All reports are available from Seismic Epicenter’s service provider login. The VAR can login to the
portal and generate reports for a specific client.
How are security and critical patches installed on desktops and servers?
Desktops: Security and critical patches are installed every weekend (Friday night through
Sunday night if necessary).
Servers: The Global NOC will create tickets for VAR approval to install security and critical
patches. Reports are generated using MBSA scans and sent to VAR for approval. Once
approved from VAR, patches are installed at a scheduled per the defined maintenance window
provided by the VAR.